服务管理

ITIL Expert- PPO

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ITIL Expert: PPO+SOA


在您取得ITIL V3 Foundation认证之后,立马加入ITIL Expert认证全研修快计划,高速高效通向世界最高级别IT管理资格认证。这是极度挑战的课程,但体验非凡并且收益巨大,值得您尽早亲身参与。课程由ITIL高级顾问主讲,具备深度实施丰富经验,将与您充分的互动交流,一起分享最鲜活的全球最佳实践。


ITIL  V3 Expert全研修快计划基于最新的ITIL 2011,有助于提高在组织内构建ITIL流程的专家技能,帮助参加者切实掌握如何应用、管理和分析ITIL流程。通过讲授指导、讨论、小组练习、实战作业、模拟测试、演示等手段,把ITIL 知识、经验以及行业最新洞察力融入不同的案例研究之中,使参加者提高实施IT管理的专家技能,深入领会ITIL在现实环境中的应用。


ITIL“能力模块”与“生命周期模块”相比,其内容更利于实践,并且学习周期更短,考试门数更少。从基础Foundation到最高级别的Expert,通过能力模块路径(简化说法:从E点到F点,走C路径), 深入理解服务生命周期及相关流程,5门课程及相应的考试如下:

ITIL RCV: Release, Control, and Validation 发布、控制与验证

ITIL OSA: Operation Support and Analysis 运营支持与分析

ITIL SOA: Service Offerings and Agreements 计划、保护与优化

ITIL PPO: Planning, Protection, and Optimization 服务提供和协议

ITIL MALC: Managing Across the Lifecycle

采用高度集成的创新方式,12周的学习周期内,分三个阶段进行,通过5门课程及5门考试,取得21 Credits,第一阶段5天RCV+OSA (=ST+SO) 4+4=8 Credits,第二阶段5天SOA+PPO(=SS+SD) 4+4 Credits,第三阶段3 天MALC 5 Credits。加上之前取得的ITIL V3 Foundation的2 Credits, 就修满了23个学分,可申请获得最高级别的ITIL V3 Expert认证。

培训收益

通过每门课程的学习,深入理解服务能力的概念、原则、目的和目标;

相关角色,以及这些流程与服务生命周期中其它流程的关系;

理解每个流程中使用的活动、方法和功能;

掌握每个能力模块所需要的技术和实施要求;

理解每个模块相关的挑战、关键成功因素和风险;

通过能力模块的考试,获得对应的认证证书和学分。


培训对象

CIO, 信息中心主任,IT中高级经理人, IT部负责人,IS部门负责人

IT基础架构经理,IT运维主管, IT运维经理,IT服务经理,IT系统和网络管理专家

IT经理, 项目经理, 业务经理, 流程经理,IT审计师

资深的管理咨询顾问、IT咨询顾问

已获得ITIL V3 Foundation证书

 

培训大纲

ITIL PPO:计划、保护与优化

容量管理、可用性管理、IT服务连续性管理、IT信息安全管理;

案例分析和讨论

认证考试


SOA :服务提供和协议

服务组合管理、服务目录管理、服务级别管理、供应商管理、财务管理

例分析和讨论

认证考试



联络报名

欢迎立即联系SITC相关培训负责人垂询培训课程相关事宜。


联系人:王宇萌

联系电话:021-62127454

电子邮箱:wangym@shic.gov.cn

全国统一热线:4008808369


我要报名
编号 课程名称 课程缩写 课程类别 天数 班次
SR14 ITIL Expert- PPO ITIL PPO 钻石 2.5+2.5 2期/年
一月 二月 三月 四月 五月 六月 七月 八月 九月 十月 十一月 十二月
28-30 15-19 4-8 8-10

ITIL Expert: SOA+PPO日程



ITIL SOA
Day19:00-12:00

Course Introduction 

Service Management 

Service Portfolio Management

Case1
13:00-17:30

Service Catalogue Management

Service Level Management

Review & Homework

Case2
Day29:00-12:00

Demand Management

Supplier Managemen

Case3
13:00-17:30

Financial Management

Business Relationship Management

Roles and Responsibilities

Technology & Implementation Considerations

Review

General Review

Mock Exam

Case4
Day39:00-12:00EXAM
13:00-17:30

ITIL PPO
Day19:00-12:00

Course Introduction

Service Management

Capacity Managemen

Case1
13:00-17:30

Availability Management

IT Service Continuity Management

Review & Homework

Case2
Day29:00-12:00

Information Security Management

Demand Management

Case3
13:00-17:30

Challenges, Critical Success Factors and Risks

Technology & Implementation Considerations

Review & Homework

Case4
Day39:00-12:00EXAM
13:00-17:30




联络报名

欢迎立即联系SITC相关培训负责人垂询培训课程相关事宜。


联系人:王宇萌

联系电话:021-62127454

电子邮箱:wangym@shic.gov.cn

全国统一热线:4008808369


我要报名

ITIL Expert: PPO & SOA考试


考试要求:

考前必须有ITIL V3 Foundation证书或ITIL V2 Foundation加升级证书;

必须参加授权培训机构ATOITIL 中级能力对应模块课程;

考生工作背景最好是有IT基础知识和2年以上IT服务经验;

建议考生在参考前,完成基于相关教学大纲的自学和阅读ITIL 服务管理核心书籍,作为考前的准备。


考试形式:

ITIL 中级能力模块每门考试有8道单项选择题,总分40分,得到28分(70%)或以上为及格

考试时间:90分钟或120分钟(英语非母语)

能力模块学分:4分/门


考试大纲:

ITIL SOA考试大纲

Overview of SOA processes and basic principles;

The value to the business of SOA activities;

How the SOA processes rely on a good business case;

How the SOA processes rely on a good understanding of return on investment (ROI);

Processes across the service lifecycle pertaining to the service offerings and agreements.

Service portfolio management, which provides documentation for services and prospective services in business terms;

Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint;

Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place;

Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented;

Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management;

Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations;

Business relationship management, which ensures the customer’s requirements are correctly identified.


ITIL PPO考试大纲

Service design in PPO and lifecycle context;

Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization;

Capacity management as a capability to realize successful service design;

Availability management as a capability to realize successful service design;

IT service continuity management as a capability to support overall business continuity management;

Information security management as part of the overall corporate governance framework;

Planning, protection and optimization roles and responsibilities;

Technology and implementation considerations;

Organizational roles relevant to PPO;

 And specifically in the following key ITILprocess and role areas:

- Capacity management

- Availability management

- IT service continuity management

- Information security management

- Demand management

Challenges, critical success factors and risks for planning, protection and optimization

 


联络报名

欢迎立即联系SITC相关培训负责人垂询培训课程相关事宜。


联系人:王宇萌

联系电话:021-62127454

电子邮箱:wangym@shic.gov.cn

全国统一热线:4008808369


授权讲师,资深外教,超过15年IT管理专业经验,丰富的跨国项目经验。


Activities

Program / Project Management at various clients for the ITIL Service Support and Service Delivery Processes

Management of ITIL Implementation projects involving multiple processes including:

Incident, Problem, Change, Configuration and Service Level Management

Designed and implemented ITIL compliant Help Desk Facilities

Managed the function of liaison between the IT department and the customer (User)

community

Aligns ITIL best practices to the Clients business, and IT needs

Developed and Documented process controls for all Service Support processes.

Managed a Centralised Help Desk facility

Developed, implemented and supported an in-house MRP logistics application


Key Results and Achievements

Program Manager establishing 5 processes across the IT division

Responsible for combining the IT operations of 3 distinct geographic divisions across

Canada into one homogeneous structure

Business Systems Analyst developed projects to Migrate business units to standardized


Special Recognition/Education

ITIL V3 Expert Certificate

IT Service Manager Certificate

PRINCE2 Practitoner Certificate in Project Management 

COBIT Certificate

CCNA, CCDA, MCSE




联络报名

欢迎立即联系SITC相关培训负责人垂询培训课程相关事宜。


联系人:王宇萌

联系电话:021-62127454

电子邮箱:wangym@shic.gov.cn

全国统一热线:4008808369


   ITIL 3 Expert常见问答


1.  问:ITIL 3 Expert注册含金量如何? 

答:ITIL 是广受认可的IT管理国际最佳实践, ITIL 3 Expert注册是目前IT服务管理领域最高级别的国际注册。 


2.  问:要想取得ITIL Expert需要参加培训吗?哪些机构提供这样的培训? 

答:若想通过ITIL Manager注册,必须首先参加注册培训。上海信息化培训中心自2002年开始在中国首家开展ITIL注册培训。 在V2时代,上海信息培训中心创造了ITIL Manager考试通过率长期保持90%以上的出色成绩。V3新时代,在资深的国际化咨询顾问带领下,使你全身心融入ITIL,顺利通过ITIL Expert注册考试,取得至高专业荣誉。 


3.  问:要想参加ITIL Expert全研修快计划,需要符合哪些条件? 

答: 在你报名参加ITIL Expert注册全研修快计划之前,我们需要对你以下条件进行审核:

取得ITIIL V3 Foundation注册 

至少拥有5年以上从事IT工作的经历以及2年以上从事IT服务管理中高层工作的经验

项目管理经验

问题分析经验 

出色的沟通、演示、团队建设、谈判和冲突解决技能


4.  问:取得ITIL V3 Expert注册需要多少时间,日程如何安排? 

答:ITIL V3 Expert注册全研修快计划时间跨度在3个月内,课堂教学包括4+4+2天,期间参加并通过6门考试,取得22个学分,可申请ITIL Expert国际高阶注册。

当然,如果你已经取得过ITIL Manager国际注册,那么恭喜你,不需要三个月,只需要在2011年6月30日之前参加我们另外一门课程,ITIL V3 Expert Manager Bridge升级课程,课堂教学5天,第五天参加Manager升级考试,通过后,同样可申请ITIL Expert国际高阶注册。


5.   问:ITIL V3 Expert注册考试形式是什么样的? 

答:不存在一个叫ITIL Expert的单一注册考试。  在ITIL V3 Expert全研修快计划中,在取得ITIL V3 Expert注册之前,需要参加6门ITIL V3 Intermediate注册考试,每门考试为90分钟笔试,完成8道基于场景的选择题,每题四个选项梯度得分(选择各个选项可分别得5分,3分,1分和0分),70%分数通过。


6.ITIL Expert注册考试的通过率如何? 

   通过这6门ITIL V3 Intermediate注册考试后,可取得足够的学分(22 Credits),方可申请ITIL V3 Expert国际注册。上海信息化培训中心在引进国际先进ITIL注册培训体系的同时,结合中国IT经理人的学习特点,优化培训流程每一个重点环节,带给学员非同一般的学习体验,确保学员以充分的信心通过系列考试。

  

7.  问:IT管理领域除了ITIL认证以外,还有哪些相关认证? 

答:还有COBIT、ISO20000等,具体可访问上海信息化培训中心网站sitc.net.cn





联络报名

欢迎立即联系SITC相关培训负责人垂询培训课程相关事宜。


联系人:王宇萌

联系电话:021-62127454

电子邮箱:wangym@shic.gov.cn

全国统一热线:4008808369


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